Avertra Corp Customer Success Analyst will need to fulfill business needs and product vision through defining, analyzing and documenting, managing, and maintaining requirements at the project and product development level.
Main Job Responsibilities
- Provide direct technical support to customers, addressing and resolving inquiries related to hardware, software, and content management.
- Leverage expertise in troubleshooting to diagnose efficiently, research, and resolve user issues across a variety of platforms.
- Ensure customers receive clear, actionable instructions for issue resolution and conduct User Acceptance Testing as necessary.
- Proactively manage and track support tickets to ensure timely resolution and consistently high customer satisfaction.
- Own, prioritize and triage tickets to optimize resources allocation, ensuring prompt responses and efficient resolution times.
- Oversee the ticket logging system and maintain accurate tracking throughout the support process.
- Document all support activities in third-party help desk software,



ensuring detailed tracking and timely resolution.
- Escalate complex issues to higher levels of support, while maintaining ownership of the problem until resolution is achieved.
- Collaborate with the support team to ensure rapid response times and thorough follow-up with customers.
- Contribute to team initiatives aimed at enhancing processes and optimizing overall support service delivery.
- Work under general supervision, maintaining focus on achieving team and organizational goals.

Supplemental
- Manage daily operational requirements and activities as assigned to ensure smooth service delivery.
- Generate and disseminate regular reports (daily, weekly, monthly) to both internal and external stakeholders.
- Perform daily reconciliation for activities between Avertra and client systems to ensure data accuracy and alignment.
- Participate in daily Scrum calls for all supported clients, contributing to progress updates an

📌 Customer Support Analyst (Bogotá)
🏢 Avertra
📍 Bogotá